Head Butler

About the role

Raffles Dubai, a 5-star hotel in the city centre, is looking for a Head Butler. The Head Butler is the strategic nerve centre of the Butler Service department, reporting directly to the Director of Guest Experience and acting as a senior leader across the organisation. The role sits at the intersection of the guest journey, operational excellence and financial performance.

Key responsibilities

• Set the philosophy and standards of the Butler Service department and enforce them across the hotel, upholding the "We Are All Butlers" philosophy
• Act as principal point of contact for VIP, government and long-stay guests, and personally engage with arriving and departing guests
• Lead service recovery for complex, high-profile situations and monitor guest feedback across platforms
• Recruit and onboard Butler team members, conduct performance evaluations and hold monthly departmental meetings
• Plan the departmental budget and yearly revenue targets, and contribute to experience packaging, upselling and rate integrity
• Prepare and present performance and quality forecast reports, and oversee shift scheduling, resource planning and payroll alignment
• Ensure compliance with health, safety and Accor policy standards

Required profile

• University degree, preferably in Hospitality Management, Tourism or a related field
• At least 5 years of experience in a luxury or ultra-luxury hotel, including at least 2 years in a senior leadership role
• Extensive knowledge of hotel operations
• Fluent oral and written English; Arabic preferred, additional languages a plus
• Neat, polished appearance, good posture and warm, approachable presence

Required skills

• Knowledge of Butler Service SOPs, Raffles Brand Standards and LQA criteria
• Guest journey orchestration, team leadership and coaching, service recovery and commercial acumen

What we offer

• Complimentary upgrades and extended stays
• Discounted stays across Fairmont and Raffles properties
• Dining and wellness discounts